We had the same thing happen.  The support person said that the prep file was not the problem (emphatically).  They finally fixed the prep file and got us back to normal.  I think the only way to get it done is to get someone on the support line and demand they that they fix the prep file.  Don't let them get off the phone without them being well aware that that is the problem. 
The prep file is what tells the software how many fast paths (licenses) you have.

Have them look at the support file for RDS Tax Partners.  Customer number 58396